Janina Paola Catuncan

JANINA PAOLA A. CATUNCAN B10 L25 CATALINA ST, LESSANDRA PHASE 8 BRGY. SALINAS I CAMELLA BACOOR CAVITE, 4102 MOBILE #:- OBJECTIVE: To share and develop skills and knowledge I have learned across all my work experience. To secure a career opportunity that allows me to expand my ability as a person while creating a positive impact to the company. EDUCATIONAL BACKGROUND: 2008 – 2010Associate in Hotel and Restaurant  Management University of Perpetual Help Rizal System DALTA 2002 – 2006St. Theresa De Avila School 1996 – 2002San Antonio Elementary School WORK EXPERIENCE: May 2010 – January 2011 Stream Global Services Alabang Sales Support Professional for Sprint Key Responsibilities: Outbound calling to prospect customers Inbound calling to existing customers and offering them additional products/services January 2011 – September 2011 Convergys Philippines CSR for DIRECTV Key Responsibilities: Handles inbound calls from existing customers to help them with their account (e.g. billing, adding/removing of VAS, complaints, basic troubleshooting, activation, etc) Inbound calling to existing customers and offering them additional products/services September 2011 – December 2011 APAC Customer Services Inc. LSR for SiriusXM Key Responsibilities: Outbound calling to prospect customers Assisting customers with their car radio installation and/or activation December 2011 – April 2013 Firstsource Solutions Ltd. My Account Advisor for British Telco Key Responsibilities: Inbound calling to existing customers and offering them additional products/services Handles inbound calls from existing customers to help them with their account (e.g. billing, adding/removing of VAS, complaints, basic troubleshooting, activation, etc) April 2013 – July 2014 Wells Fargo Philippines Phone Banker Key Responsibilities: Assisting clients with their savings and checking accounts Offering additional products/services July 2014 – May 2017 IBEX Global Philippines Agent In-Team Trainer for AT&T and DIRECTV Key Responsibilities: Handles new hire groups by conducting Foundation Skills Training for two weeks and demonstrate an effective communication between agent and customer In-charge of conducting Product Specific Training to new hire groups This includes in-depth discussion of processes and system along with mock call practice to ensure trainees are well-equipped before hitting Academy/Nesting May 2017 – Oct 2021 TSI Philippines Training Lead Interim for Telstra Key Responsibilities: Oversees the whole PH Training Team. Facilitates learning sessions as needed In-charge of developing core competencies of my trainers by conducting trainer observation, coaching and providing support Aligns actions based on priorities from clients SKILLS AND INTEREST: A well-versed Learning and Development Professional with seven years of experience in Training and Delivery. An advocate of undergoing one task at a time to ensure that I am able to do what is expected from me and performing it at my best. An individual who takes work seriously and treats colleagues with utmost respect. Excellent English communication skills Computer literate (MS Excel, MS Word, PowerPoint, etc.) Foundation Skills Training Certified Trainer for AT&T and DirecTV Product Specific Training Certified Trainer for AT&T and DirecTV Phase II Certified for AT&T Accredited Telstra Learning Specialist PERSONAL BACKGROUND: I was born in on December 12, 1989 in Manila, Philippines. I stand 5’3 and weigh 100lbs., single and a Roman Catholic. My parents are Ike Catuncan, a musician at Carnival Cruise Line Miami FL and Jocelyn Arjona, full-time housewife. CHARACTER REFERENCE: Lan Baluyot Training Manager at Asurion- Josephine Amaba Coach Lead at TSI Philippines-